Armstrong Teasdale is seeking a Technical Support Manager to join the firm. The Technical Support Manager works under the supervision of the Director of Technical Services to assist with the coordination of day-to-day activities and the workflow of the Technical Support team. The Manager demonstrates subject matter expertise related to technical support functions. The Technical Support Manager ensures the timely delivery and support of customer software, hardware and technical services. This position also contributes to problem resolution by giving in-person, hands-on support to customers at the desktop level, and providing high quality customer service to employees and clients. The Technical Support Manager is expected to rely on extensive experience and sound judgment to plan and accomplish department goals.

Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. In support of the Director of Technical Services:

o Assigns, coordinates, and audits the work of the Technical Support team

o Coordinates team schedules to ensure adequate coverage at all times

o Ensures all Technical Support procedures are followed in an accurate and timely manner

2. Ensures appropriate Technical Support coverage, acting as escalation point for Technology team members, attorneys, and staff across the Firm

3. Proactively monitors, evaluates and communicates the efficiency and effectiveness of service delivery methods and procedures, while identifying opportunities for improvement

4. Oversees Technical Support team members in day-to-day operations by effectively delegating tasks, monitoring task completion, and managing team performance

5. Provides training to team members as needed regarding process and procedure to maintain quality support services6. Assists in the repair, preventative maintenance and updating of firm hardware and software 7. Monitors and tracks ticket flow to ensure the team is providing timely services8. Provides customer service and IT support to office guests and employees9. Coordinates with designated contacts in all offices regarding technical support needs

Competencies:

· Decision Making – Identifies issues and provides suggestions to day-to-day problems; prioritizes and effectively completes daily tasks

· Communication – Shares information by using data and information to support an argument or point of view; keeps team informed about progress and problems; avoids surprises; and understands the appropriate level of confidentiality required

· Leadership – Gives positive and constructive feedback to peers; trains new employees; finds solutions to a problem; works autonomously; and is motivated to anticipate future business needs

· Continuous Learning – Identifies self-training needs and opportunities; positively accepts changes

· Teamwork – Actively participates in the team and can provide feedback and solutions; listens and responds constructively to others' concerns

· Alignment to Values - Consistently demonstrates the Firm's values and offers constructive feedback to team members regarding the values; strives to learn more and participate in diversity and inclusion efforts; demonstrates respect by understanding and providing support

Required Education: High School Diploma or equivalent

Preferred Education: BS in related field

Required Licenses and/or Certifications: N/A

Required Experience: 5 years of experience in an IT support environment, 3 years related management/supervisory experience.

Preferred Experience: 7 years of experience in an IT support environment, 3 years in a management or supervisory role, and 3 years in a legal environment.

Supervisory Responsibilities:DirectPhysical Activity: The employee will be required to sit for prolonged periods and work on a computer. The employee must also have the ability to lift and carry 25-35 pounds.

Travel Required: 30%

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.

EEO Statement: Armstrong Teasdale is an equal opportunity employer and will make all employment decisions without regard to race, color, religion, national origin, ancestry, age, sex, pregnancy, marital status, sexual orientation, gender identity, citizenship status, disability, veteran status or other protected status, in accordance with federal, state and local laws. At Armstrong Teasdale, we define diversity and inclusion broadly and focus on helping professionals of all races, religions, national origins, gender identities, ethnicities, sexual orientations and physical abilities feel a sense of belonging. Diversity and inclusion are core values of the firm, and we recognize the richness they bring to our workplace.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 5 years

Schedule:

• 8 hour shift
• Monday to Friday

People with a criminal record are encouraged to apply

Ability to Relocate:

• St. Louis, MO 63105: Relocate before starting work (Required)

Work Location: In person